Nissan of Richmond

Please accept my sincere apology for the difficulties you have had with your vehicle service.  Unfortunately, Nissan of Richmond purchased, what was [redacted] on January 13, 2014.  [redacted] purchased the dealership from [redacted] back in 2011.  We have no connection...

or relationship with [redacted].  With this being said, please feel free to contact me.  I will be happy to change your oil, and inspect your vehicle at no cost to you.  Again, I apologize for any confusion concerning this matter.  We appreciate the opportunity to serve you.
[redacted]

In response;
I have read your service file and I see the repair to be completed and that we did look at your vehicle again without seeing an issue. This is when Kevin recommended a complete cluster if that would ease your doubt in the accuracy of the gauge. You declined
Your vehicle...

has over 200,000 miles and there could be deposits in your tank or a complete fuel system flush may be needed as well. These are suggestions to eliminate your doubt in the accuracy of the readingsAt this time I don't see a refund as we fixed the gauge, your check engine light as well as a new gas cap.
 
We will be happy to provide a 50% off for a fuel system flush.
Best
Geoff S[redacted]

Re:  Complaint ID #[redacted]We shipped the headphones, remote control for DVD players and mats for both front and 2nd row to Mr. [redacted].  We have receipts for all items promised and shipped.We do apologize as there was a delay in parts being shipped to us.  We did ship...

immediately to Mr. Smith upon receipt.Should you have any questions, please feel free to contact myself or Michael R[redacted] at [redacted]. Best regards,Geoff S[redacted]General ManagerNissan of Richmond(804) 346-4200

The right hand don't know what the left hand is doing at this dealership. The customer service is fair because some of the staff is incompetent and some are unknowledgeable. They sell products/services/warranties that the staff isn't trained on or know who to contact to get things in motion. I guess when they offer you additional products they hope you won't use them and when you do they give you the run around and don't stand behind what they are selling through a 3rd party. Nissan has left a bitter taste in my mouth and it would be the last place I purchase a car from in the future. I don't recommend anyone doing business with them unless you enjoy having a headache and going back/forth with ignorant people. FYI, everything is good up until purchase. The headache comes after you have to make a service appointment. I wouldn't buy extra packages, warranties because you go through too much to use them and they don't stand behind them.

The morning of June 14Th, Our software that places the pre owned inventory online including pictures and prices ([redacted])automatically priced 65 units in stock at a 12,000 discount. This was brought to our attention by a customer as we had a car with $0.00 price online.This was corrected as well as...

the additional vehicles affected by the software pricing.Mr.[redacted] called as he was either out of the Country or State, Ryan our sales staff that answered the call can not recall, and wants to pay for a [redacted] truck over the phone.Ryan informs Mr. [redacted] of the software issue as not every vehicle was affected as he can see another truck  similar to the car in question was also listed for $35,314.Mr. [redacted] was reminded of the disclaimer on the bottom of the description the reads as follows; Dealer reserves the right to refuse any sale due to pricing errors and will not beheld responsible for any errors resulting from typos, inaccurate detail information or technical mistakes. We reserve the right to correct any pricing errors at anytime.I hope this email will close this complaint as this was a technical error and not a misleading listing.I will also fax the listing with the disclaimer to your office.Best regards

In response to your complaint The reason for the declined credit application was due to your current credit situation. The bank was not informed of your current status nor did you have a letter from the court allowing you to purchase a new vehicle. We can look into financingwhen your status has...

been discharged. Regards Geoff S[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
There is plenty they did wrong and that is an absolute lie we never checked around to other places because my  husband had a Nissan that had been very good and dependable so he wanted to go there first to see what they could offer we never went to any other dealership whatsoever and when we did try to leave they tried to convince us to take the car with us without giving us any time to ourselves to think about it.  But that's beside the point my biggest issue is the loan we told them from the very get-go we wanted it on the 28th or 29th of the month we did not want it on the 13th I have attached text messages from their finance lady proving that she did not go back in and fix it and  and that no we never wanted it on the 13th it was always the 28th or 29th.

[redacted] contacted Revdex.com regarding this complaint. The business has reached out to the customer to discuss the concerns in his complaint. They were able to speak about this and the business will be able to use this as a teaching moment for the future with all staff. The business thanks the customer for...

bringing this to their attention and taking time to talk about this with the business.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would...

not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]Check never received, its been a week. they have also not paid off the loan on car I traded in 5 weeks ago. Next step is to file legal complaint with State of Virginia. 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was dissatisfied with this answer because it did not resolve anything that I was looking to accomplish. My biggest issue being is that the representative from Nissan of Richmond (John G[redacted]) willingly and maliciously with ill intent deceived me into thinking that I was financed when I indeed was not financed. It was known that very day (details to come further into your reading) that I was not finance with Nissan Motor Acceptance, in which I was told by John WAS without a doubt is my loan holder. Skepticism to the entire situation was expressed to John and Jonathan because this seemed like a miracle with my current situation. They reassured me multiple times that I had just financed a car. So what does a normal person who believes that others have the same integrity as her do? She listens to the lies and deceit that comes out of their mouths. She thinks that they just may be decent people who truly genuinely want to help her get her dream car. As for my credit situation and the banks not being aware, I did my part in informing my sales person of my bk. During the process I am not able to speak with the banks and tell them that I am currently in a confirmed Chapter 13 plan. The burden falls upon the staff of Nissan of [redacted]. It also falls upon them to be knowledgeable enough to know that I first would need a letter of approval from my Chapter 13 Trustee and turning me away until I can get the letter of approval. Instead I relied on NOR staff's expertise to walk me through this process ( I have never bought a car in a chapter 13 nor do I know of anyone who has either). I trusted them to guide me through this process and this is where I end up. I also sense a little bit of discrepancy on the part of NOR stating I need to be discharged before I get financing and within the same paragraph stating I need a letter from the trustee. So just curious as to what is it. Am I able or not able to purchase a car from NOR. I also want to clarify, I was never at any point told I was not approved point_blank_period. When John called me he informed me that I needed to bring the Nissan [redacted] back because I was not approved on that particular car. (Then here comes the extortion) to keep that vehicle I would need to put $[redacted] down or either I could get a [redacted] (in his own words, not mine) I was approved for. He states to me that on the application he put the [redacted] instead of [redacted] (but I drive off the lot in an [redacted]? All my paperwork in my possession says [redacted]? He knew on the very day that I went into the dealership 1/28/17 that I was approved for a [redacted] and not an [redacted], but still I drive off the lot in an [redacted]. Needless to say, I declined the [redacted]. If I came back in for that [redacted] I more than likely would have been brought back into the dealership to sign paperwork on much suckerier terms than the one for the [redacted], oh and by the way it more than likely would have been priced packed just as the [redacted] was with all these extra amenties that I never asked for.  I am not finished with the list of damages NOR has caused to me. Besides me being embarrassed and having to take away a fresh, safe new car from my two kids, and having to explain to everyone who seen "my new car" what happened, I was insulted and threatened by the tow truck driver that was sent out to pick up the car even after I informed John G[redacted] that I spoke with Nissan Consumer Affairs and was advised not to turn the car in until after their investigation.Then in response to this complaint her comes the kicker. I was informed that the General Manager would be contacting me. Instead I get someone posing as the GM whose only solution is "Sorry." Oh and btw, John G[redacted] no longer works for NOR. (This resolves my issue none, because I would never refer anyone there nor would I do future business on my own accord with them.) I was then informed again that I was not approved for the [redacted], but on a [redacted]. She then insults my intelligence by attempting to make me believe the kind of car I can get depends on my credit score. "With your credit you qualify for a [redacted] or Versa."  I was told you need at least a [redacted] to be put into a car. My credit was [redacted]. I have better sense to know that my income and debt to income ratio has the biggest effect on what type of car I can get. she also confirmed for me that on 1/28, the very same day I drove off the lot in an [redacted], [redacted] denied me for an [redacted]. So with the work of John and the poser who called me, I was approved for A car, just not the car I wanted. In the words of Mr. Secoura I was not approved for any car. When I first filled out this complaint form my main goal was to have a resolution, not an apology nor for the blame to be shifted to me. So I guess I have to be specific in what I want. I want NOR to re write the contract with the dealership taking on the burden of being my loan provider and not having the power to shift me to another institute. In this new contract, it should not include any of the extra stuff included on by John G[redacted] to drive up the price of the car and my monthly payments.  I would like to make payments directly to the dealership every month on the [redacted]. Of course all of this will take place after my trustee reviews the new buyers order. Hoping you do the right thing Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
The customer will accept this offer.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
The complaint had nothing to do with the paint finish. The complaint was specifically the right rear bumper panel, which was damaged before my purchase, and to AGAIN describe the damage ; THE REAR LOWER BUMPER PANEL OUT ABOUT 1/8 IN , WHICH THE SALESMAN LATER IDENTIFIED AS HAVING THE CLIPS BROKEN OFF AS A RESULT OF AN IMPACT. This damage had to be acknowledged and aware of when it was purchased from another dealer, and sold it without telling the consumer of the evident problem. In addition management also knew of the misalignment of the right rear fender with the trunk, and said nothing. I did not mention anything about warranty, but I do expect repair or compensation for the above problems as detailed.
Regards,
[redacted]

In response;I have read your service file and I see the repair to be completed and that we did look at your vehicle again without seeing an issue. This is when Kevin recommended a complete cluster if that would ease your doubt in the accuracy of the gauge. You declinedYour vehicle has over 200,000...

miles and there could be deposits in your tank or a complete fuel system flush may be needed as well. These are suggestions to eliminate your doubt in the accuracy of the readingsAt this time I don't see a refund as we fixed the gauge, your check engine light as well as a new gas cap.  We will be happy to provide a 50% off for a fuel system flush.Best Geoff S[redacted]

Revdex.com:
The information Mr. C[redacted] responded with is a lie! My daughter NEVER told him she would pay for the damages, her Friend [redacted] can verify that, he was with her! Why would we call the dealership about the accident, we THOUGHT the vehicle was ours? This is the second time I've had a problem with this dealership! I can only say this..... this dealership and it's staff, are the most dishonest and scandalous business I have ever had to deal with! How the do business, then treat their customers is truly scary! 
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
First thank you for resolving situation. I love your "daddy" tv spots! if you would like a copy of my check with notes please let me know.  Your salesman for my car and probably my exwifes car be commended  Your man in back room that used to live in [redacted] be commended too.  Both gentlemnan made good effort to help. Both commended. I will pay your  dealorship to thoroughly clean my dirty car. 
1.  On your dealorship opinion should I keep 100,000 mi & warranty paid for advice
2. Is it the norm in 2014 to need undercoat as I still want please. 
3. I thought exterior coating done and given I assume some small box  if it has not been exterior coated treated please do. Conflicting if coating Good for seven mo or seven years?? Exterior. 
4.Could u please give me a ride from dealorship to my apt off Robious at [redacted] Could u when finished give me a ride from my midlothian apt to pick up my done car. 
5. A recall has been done on car and some sound unsure from alternator fixed at  [redacted]/midlothian pike service man friend hovel unsure name and can fill u in if need 
6. Recapping [redacted] car please. I pay to clean filthy car to be done by yours j dealorship. I wanted undercoat but will listen to your advice whether to undercoat or  not in the modern era of 2014. Your advice here please.  Coat exterior if not done for me already.  Please advise me to keep or  paid warranty.  Is 100,000 free warranty advisable only or does it have too many loopholes  And I need a ride twice please. Will prob be w/ wheels when serviced. Unsure. 
7.  There is a big spot on drivers seat I hope u will get out before [redacted]. 
8.  The brake is rusting in hubcap area.  Advice to just let it fully rust to give brown color Advice. 
Keep up the good work. I liked "throw the keys to me Dad by your son, daughter and other emloyee!
Thanks again to everyone please tell your people I thank one and all and you for helping me. 
[redacted] - a satisfied customer very appreciative. Take care and thanks again!! Now toss me "those" keys please!!
please advise me if free 100,000 mi warranty sufficient or if it contains too many loopholes the free 100,000 mi warranty I don't

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
 
[redacted] their General Sales Manager did reach out to me. We had a good discussion but I want to make sure to document several important followup items that he and I discussed. I think it's important for the Revdex.com to know Nissan of Richmond's business practices and for consumers to be aware of what they are buying when they do business with them.
Here are the two main points that need to be clarified...
1. We did discuss the lack of clear pricing on their vehicles on their website and that their advertised price is not the actual price of the vehicle. He said that his website pages should be clearer and that for some reason there were inconsistencies of how rebate pricing for financed vehicles is presented on different pages. He did acknowledge this is an error and would have it fixed. I suggested in an effort to be a more transparent, list the actual price of the vehicle and then each markdown with a final advertised price. 
2. The fee that I thought was Gap insurance in my original complaint was not accurately described to me by sales staff. This is the source of training that he was speaking about. His response does not go far enough. This fee is put on every car by the owners of Nissan of Richmond as well as every car the owners sell through their other dealerships. [redacted] mentioned that every car has this "Total Loss Protection" fee. It's a marketing tactic that if a car is ever stolen or deemed a total loss they would pay $2500 for a consumer who buys their replacement car from them. Perhaps some consumers may find this valuable, I view it as a tactic for me lose choice if ever having to shop, price, and buy a replacement vehicle. And I should have a choice to have this fee removed or the price of the vehicle lowered to eliminate the fee. [redacted] explained they are not permitted to remove the fee since that would be deemed discriminatory.  A better approach would be for them to offer it as an option to buyers and not force this fee on consumers. If they cannot remove the fee, then at the very least this needs to be clearly identified in their pricing which it is not. It is hidden on a line item called "Tag Fee Est". The fact it's hidden and lumped in with state vehicle tag fees, and not clearly stated as separate line item is deceptive. (Please see [redacted] image for the vehicle quote).
 
The lack of clear pricing for consumer and this hidden fee are the two the main sources of my complaint.
 
Thank you for your assistance in this matter and please contact me for any further information you need.
Regards,
[redacted]

In response to your complaint;
 
There is 0% available however you chose to finance outside of NMAC and elected the $2000 rebate as cash back. This is one or the other not both. The rebate is paid to you from [redacted] directly, this was another concern of...

yours. 
Finally the gap for "free".  When you agreed to payments with your sales consultant ($0 down, $367.44 x 84months) there was no mention of gap for free
or written. When you met the business manager you did sign two forms accepting gap coverage with an increase in payments to $371 x 84 months. The increase in payments are a result of the gap coverage at $358.
 
I will send copies of the above mentioned forms.

Revdex.com Case #11906150Mr. and Mrs. [redacted] came into Nissan of Richmond looking for a car with low miles under 10,**0 and a desired payment goal to be under $[redacted].** a month.  [redacted] purchased a [redacted] with 7765 miles and $[redacted].** per month financed with a low apr of [redacted]% on a preowned...

vehicle and received a $[redacted].** rebate.  All goals were met.  Our dealership sold the vehicle at $[redacted] sale price and to include leather and heated seats/backup camera.  The vehicle was sold at an agreed upon price with agreed upon equipment as it is on the signed contract and buyer's order.  The car they looked up online is a $[redacted].** priced AS IS vehicle without any additional equipment.  There is a cost to add the leather and heated seats as well as back up camera.  We know that within the expanded market area, they did not find one less expensive than ours and that is why they came to our dealership. We have signed document by [redacted] while Mrs. [redacted] was present showing the cost of leather of $[redacted].** and $[redacted].** for back up camera, heated seats was not told at time of numbers were presented but we were at $[redacted].** monthly payment circled and signed by [redacted].  It was clearly explained and acknowledged by Mr. and Mrs. [redacted].  There was nothing hidden because it was printed not handwritten sales presentation document.  We will fax this document.  Our dealership clearly identified a cost to the added equipment and made customer fully aware.  We have complied to all their requests upfront, they can not renegotiate after we have fulfilled the contract.The first payment due date is set for January 13, 2017 which is 45 days out from purchased date.  Typically the payments are due in 30 or 45 days.  If it was due in 30 days, it would have been due December 29, 2016 and in 45 days are due January 13, 2017.  Mrs. [redacted] is asking for the monthly payment to be due earlier.  Mrs. [redacted] can send in the payments prior to the 29th of each month is she so desires but is not obligate to.  The finance manager extended it to the 13this giving the consumer 2 additional weeks to due date for convenience. Sincerely,Geoff S[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may...

update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
The customer will accept this offer.